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ITIL Foundation to Expert Career Path Courses:

If you are ready to start your ITIL® Certification, then you have come to the right place. This EXIN accredited training program is for individuals seeking ITIL® Foundation certification. In this course you will learn with ITIL Expert Dr. Suzanne Van Hove. Suzanne introduces you to the lifecycle of managing IT services that are designed, transitioned and supported in order to meet business need. Of course, the service provider strategy and improvement cycles are also discussed. This course explores the core concepts and key principles of the Service Lifecycle and the included process and functions. Real life application examples illustrate the various concepts.
 
Everything you need to successfully complete the ITIL Foundations exam is provided, which includes a training success plan, all course materials, exercise guide, sample exams, course syllabus, and 1 year access to the course and the instructor to learn and ask questions. Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.
 
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Video Title
Length
01: Exam Tips
5 min
02: Introduction to the Service Lifecycle
24 min
03: Service Management as a Practice
20 min
04: Service Management as a Practice Part 2
16 min
05: Key Principles, Models and Concepts Part 1
17 min
06: Key Principles, Models and Concepts Part 2
18 min
07: Key Principles, Models and Concepts Part 3
14 min
08: Lifecycle Phases Part 1
16 min
09: Lifecycle Phases Part 2
15 min
10: Lifecycle Phases Part 3
12 min
12: Lifecycle Phases Part 5
28 min
13: Lifecycle Processes Part 1
16 min
14: Lifecycle Processes Part 2
14 min
15: Lifecycle Processes Part 3
24 min
16: Lifecycle Processes Part 4
22 min
17: Lifecycle Processes Part 5
20 min
18: Lifecycle Processes Part 6
22 min
19: Lifecycle Processes Part 7
24 min
20: Lifecycle Processes Part 8
30 min
21: Lifecycle Processes Part 9
14 min
22: Lifecycle Processes Part 10
25 min
23: Lifecycle Processes Part 11
25 min
24: Lifecycle Processes Part 12
9 min
25: Service Management Functions Part 1
18 min
26: Service Management Functions Part 2
11 min
Course Survey
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Module 00: Course Introduction: ITIL® 2011: Foundation

Module 01: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams

Module 02: Introduction to the Service Lifecycle

  • What is ITIL®?
  • ITIL Logistics
  • The Service Lifecycle
  • Lifecycle Phases

Module 03: Service Management as a Practice

  • Where is IT now?
  • What is a service?
  • What is Service Management?
  • All about Value

Module 04: Service Management as a Practice Part 2

  • Key Elements
    • 4 Ps of Service Design
    • ITSM Roles
    • Governance
  • Supporting ITSM Frameworks
  • ISO/IEC 20000

Module 05: Key Principles, Models and Concepts Part 1

  • What is a process?
  • Process Characteristics
  • Functions

Module 06: Key Principles, Models and Concepts Part 2

  • ITSM Roles
    • Process Owner
    • Process Manager
    • Process Practitioner
    • Service Owner
  • RACI diagrams

Module 07: Key Principles, Models and Concepts Part 3

  • Risk
  • Business Case
  • Communication
  • Service Portfolio Components
    • Pipeline
    • Catalog
    • Retired Services
  • Prioritization

Module 08: Lifecycle Phases Part 1

  • Service Strategy (SS)
    • Overview (Purpose, Processes, Scope, Key Concepts)
    • Value Creation
    • Value to the Business

Module 09: Lifecycle Phases Part 2

  • Service Design (SD)
    • Overview (Purpose, Processes, Scope, Key Concepts)
    • Five Aspects of Service Design
    • Service Design Package (SDP)
    • Value to the Business

Module 10: Lifecycle Phases Part 3

  • Service Transition (ST)
    • Overview (Purpose, Processes, Scope, Key Concepts)
    • Service Knowledge Management System (SKMS)
    • Value to the Business

Module 11: Lifecycle Phases Part 4

  • Service Operation (SO)
    • Overview (Purpose, Processes, Scope, Key Concepts)
    • Value to the Business

Module 12: Lifecycle Phases Part 5

  • Continual Service Improvement (CSI)
    • Overview (Purpose, Processes, Scope, Key Concepts)
    • Measures and Metrics
    • CSI Register
    • Improvement Models
    • Value to the Business
  • How the phases fit together

Module 13: Lifecycle Processes Part 1

  • What you need to know from Service Strategy
  • Service Portfolio Management (SPM)
    • Portfolio, Pipeline, Catalog, Retired Services
  • Financial Management (FM)
  • Budgeting, Accounting and Charging
  • Relationship to SLM
  • Business Relationship Management (BRM)

Module 14: Lifecycle Processes Part 2

  • What you need to know from Service Design
  • Design Coordination (DC)
  • Service Catalog Management (SCatM)
    • 2- and 3-view Catalog

Module 15: Lifecycle Processes Part 3

  • Service Level Management (SLM)
  • Purpose, Objective, Scope, Value to the Business
  • Key Concepts, Process Activities
    • Service Level Agreement (SLA)
    • Operational Level Agreement (OLA)
    • Relationship to BRM
  • Interfaces

Module 16: Lifecycle Processes Part 4

  • Availability Management (AM)
    • AARMSS, AMIS, Availability Plan
  • Capacity Management (CapM)
  • Business Capacity Management, Service Capacity Management, Component Capacity Management
  • CMIS, Capacity Plan

Module 17: Lifecycle Processes Part 5

  • IT Service Continuity Management (ITSCM)
    • Business Impact Analysis (BIA)
  • Information Security Management (ISM)
  • Confidentiality, Integrity, Availability (CIA)
  • ISMS, SMIS
  • Supplier and Contract Management Information System (SCMIS)
  • Supplier Categorization
  • Supplier Management

Module 18: Lifecycle Processes Part 6

  • What you need to know from Service Transition
  • Transition Planning and Support (TPS)
  • Service Asset and Configuration Management (SACM)
    • Configuration Management System (CMS)
    • Definitive Media Library (DML)

Module 19: Lifecycle Processes Part 7

  • Change Management (ChM)
  • Purpose, Objective, Scope, Value to the Business
  • Key Concepts, Process Activities
    • Types of Change
    • Request for Change (RFC)
    • Change Advisory Board (CAB)
  • Interfaces

Module 20: Lifecycle Processes Part 8

  • Release and Deployment Management (RDM)
    • Phases of a Release
  • Knowledge Management (KM)
  • SKMS

Module 21: Lifecycle Processes Part 9

  • What you need to know from Service Operation
  • Event Management (EM)
    • Types of events
  • Request Fulfillment (RF)
  • Standard Changes
  • Rights Management
  • Access Management (AccM)

Module 22: Lifecycle Processes Part 10

  • Incident Management (IM)
  • Purpose, Objective, Scope, Value to the Business
  • Key Concepts, Process Activities
    • Definitions, Timescales, Major Incidents, Status Tracking
    • Relationship to Problem Management
    • Incident Models
  • Interfaces

Module 23: Lifecycle Processes Part 11

  • Problem Management (PM)
  • Purpose, Objective, Scope, Value to the Business
  • Key Concepts, Process Activities
    • Definitions, Timescales, Major Problems
    • Relationship to Incident Management
    • Problem Models
  • Interfaces

Module 24: Lifecycle Processes Part 12

  • What you need to know from CSI
  • 7-Step Improvement Process (7S)
    • The Steps
    • Relationship to other Improvement Models

Module 25: Service Management Functions Part 1

  • Overview of the Functions
  • Service Desk
    • Purpose
    • Organizational Structures

Module 26: Service Management Functions Part 2

  • Technical Management
    • Role & Objectives
  • IT Operational Management
  • IT Operational Control
  • Facilities Management
  • Role and Objectives
  • Application Management
  • Relationship to Application Development
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The ITIL Practitioner Certification was designed to help IT Service Management Professionals learn the practical principles supporting an adopt and adapt initiative in ITIL. The certification requires candidates to hold an ITIL Foundation certificate and it is strongly advised that candidates have worked in the field of IT Service Management for at least one to two years.  

The exam is open book and you are required to own the ITIL Practitioner Guidance Book published by AXELOS.  In fact, it is highly recommended that you highlight key areas and mark key pages so you can refer to them in the exam (no written notes are allowed).  

This type of exam is tough and requires thorough study.  You will need to read the book, take this course, repeat and rewind the videos as many times as you need to in order to master the subject, do the exercises, and take the sample exams.  You will want to give yourself plenty of time to become comfortable with the subject and that is why you are receiving one year access to the course and all the materials. This exam requires you to know how to incorporate the concepts you have learned and we want you to be fully prepared when you go to take it.

This is a serious certification and with this course you also receive practical guidance from Dr. Suzanne Van Hove.  Dr. Van Hove is a world-class expert in the area of IT Service Management.  She travels the world teaching and working with organizations to implement the principles of IT Service Management.  In addition to the videos and course materials you will have access to ask Dr. Van Hove questions using the online forum.  

If you hold the ITIL® Foundation certificate and are ‘ready’ to lead the adopt and adapt improvement initiative, then you are in the right place.  First, welcome to the ‘world’ of Service Management. It’s an exciting place to be! Second, rarely will a Foundation certificate alone but ‘enough’ to lead that improvement initiative, thus this certification. 

The Foundation provides the ‘what’ and ‘why’ of Service Management but really offers no concrete information on the ‘how.’ The Foundation course is focused on the basics of Service Management – the benefits of a process-driven framework to create business value from well-defined, designed, delivered and managed services. The Practitioner extends the best practice information to a methodological level – the ‘how’ of introducing new or changed services (or management practices). Understanding the information that is presented will still need to be ‘adopted and adapted’ to fit the Practitioner’s comfort as well as the needs of the business.

The ITIL Practitioner uses the Continual Service Improvement (CSI) approach as the way to structure your improvement initiatives and it covers three key areas that are critical for your improvement initiatives to be successful.  These include:

  • Organizational Change Management
  • Communication
  • Measurement and Metrics

There are 9 Guiding Principles in ITIL Practitioner including:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress Interactively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

This course is taught by Dr. Suzanne Van Hove.  In the course you have unlimited access to her Video Lessons, the Student Guide, the ITIL Practitioner Students Guide, the Courseware Syllabus, the Candidate Syllabus, the ITIL Practitioner Training Plan, Sample Exams 1 and 2 and all Course Exercises and Solutions.  You will also have access to the Online Questions and Answer Forum.

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Video Title
Length
01: Exam Tips
6 min
02: Introduction
22 min
03: Solutions to Exercises 1-3
14 min
04: Guiding Principles
24 min
05: Solutions to Exercise 4
8 min
06: The CSI Approach
29 min
07: Solutions to Exercise 5
16 min
08: Metrics & Measurements
34 min
09: Solutions to Exercise 6
11 min
10: Communication
27 min
11: Solutions to Exercise 7
12 min
12: Organizational Change Management
28 min
13: Solutions to Exercise 8
12 min
Course Survey
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Module 00: Course Introduction: ITIL® 2011: Practitioner

  • The Nature of the Class
    • Lecture to Exercise Ratio
  • Available Resources

Module 01: Exam Tips

  • Understanding the Exam Process
  • Exam Questions and Grading
  • Taking the Exam
  • Using the Practice Exams

Module 02: Introduction

  • Read Chapter 1 of ITIL® Practitioner Guidance
  • Key Terms:
    • Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
    • Effective; Efficient; VOCR; Service Management
  • Exercise 1: CruiseAlong Cars: The Enterprise
  • Exercise 2: CruiseAlong Cars Services
  • Exercise 3: CruiseAlong Cars Current Issues

Module 03: Solutions to Exercises 1-3

  • One Possible Solution to:
    • Relationship Diagram & Stakeholder Analysis
    • Service Map
    • Current Issues
  • Be Sure to Download the Practitioner Exercise Solutions

Module 04: Guiding Principles

  • Read Chapter 2 of ITIL® Practitioner Guidance
  • The Nine Guiding Principles
    • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
  • Exercise 4: CruiseAlong Cars: Addressing the Issues

Module 05: Solutions to Exercise 4

  • One Possible Solution to:
    • Addressing the Issues and the Application of the Guiding Principles
  • Be Sure to Download the Practitioner Exercise Solutions

Module 06: The CSI Approach

  • Read Chapter 3 of ITIL® Practitioner Guidance
  • The CSI Approach and its Outputs
    • What is the vision?
    • Where are we now?
    • Where do we want to be?
    • How do we get there?
    • Did we get there?
    • How do we keep the momentum going?
  • The Resources
  • Exercise 5: CruiseAlong Cars: Initial Improvements

Module 07: Solutions to Exercise 5

  • One Possible Solution to:
    • Initial Improvements Using the CSI Approach
  • Be Sure to Download the Practitioner Exercise Solutions

Module 08: Metrics & Measurements

  • Read Chapter 4 of ITIL® Practitioner Guidance
  • Key concepts
  • Purpose of Metrics
  • Creating Business-relevant metrics
  • Stakeholder needs
  • Exercise 6: CruiseAlong Cars: CSFs/KPIs

Module 09: Solutions to Exercise 6

  • One Possible Solution to:
    • CSF/KPI development
  • Be Sure to Download the Practitioner Exercise Solutions

Module 10: Communication

  • Communication Benefits
  • Best Practice Communication Principles
  • Communication Plan
  • Exercise 7: CruiseAlong Cars: Communication Needs

Module 11: Solutions to Exercise 7 

  • One Possible Solution to:
    • Defining Critical Communication Points
  • Be Sure to Download the Practitioner Exercise Solutions

Module 12: Organizational Change Management

  • Managing Stakeholders
  • IT Stakeholders
  • Human Response to Change
  • Exercise 8: CruiseAlong Cars: Managing Resistance to Change

Module 13: Solutions to Exercise 8

  • One Possible Solution to:
    • Applying Techniques to Manage Resistance to Change
  • Be Sure to Download the Practitioner Exercise Solutions

 

 

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  • ITIL Foundation certificate (2011 or 2007 version or the v2 Certificate with the Foundation Bridge)
  • Read ITIL Practitioner Guidance (this is a separate book that should be purchased as it can be usable during the exam). The book is NOT included in the course price. Purchase the book here: www.amazon.com/ITIL
 
While not an official prerequisite, we strongly recommend the candidate have 1-2 years of practical experience and/or one or more ITIL Intermediate certificates. The reason is this: there is an assumed contextual understanding of Service Management – beyond the Foundation level—in the course. There is a strong element of ‘doing’ in this course (80% of the course time is in practical exercises); applying the discussed concepts as well as personal knowledge of Service Management to address the exercise (and exam) requirements. Without that personal history, we find most participants will need to spend additional time with the course concepts to be successful.
 
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GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This Service Strategy (SS) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Strategy environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

View all course details Enroll Now
Video Title
Length
01: Exam Tips
4 min
02: Service Management as a Practice Part 1
30 min
03: Service Management as a Practice Part 2
16 min
04: Exercise: ITSM and Failure
6 min
05: Strategy and Services
9 min
06: Services and Value
26 min
07: Customers and Service Providers
21 min
08: Defining Services
26 min
09: Service Economics
18 min
10: Sourcing Strategies
16 min
11: Strategy Management for IT Services (StM) Part 1
24 min
13: Service Portfolio Management (SPM) Part 1
27 min
14: Service Portfolio Management (SPM) Part 2
27 min
15: Financial Management (FM) Part 1
22 min
16: Financial Management (FM) Part 2
22 min
17: Demand Management (DM) Part 1
28 min
18: Demand Management (DM) Part 2
11 min
19: Business Relationship Management (BRM) Part 1
23 min
20: Business Relationship Management (BRM) Part 2
17 min
21: Governance & Organizations Part 1
7 min
22: Governance & Organizations Part 2
18 min
23: Implementation & Technology Part 1
18 min
24: Implementation & Technology Part 2
17 min
Course Survey
View all course details

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

  • Components of the Service Lifecycle
  • What is a Service?
  • What Comprises Value?
  • What is Service Management?
  • Processes
  • Generic Roles

Module 03: Service Management as a Practice Part 2

  • Purpose & Objectives of Service Strategy
  • Value to the Business
  • Service Strategy Inputs/Outputs
  • SS Challenges, Risks, CSFs

Module 04: Exercise: ITSM and Failure

Module 05: Strategy and Services

  • Deciding a Strategy
  • Four Ps of Strategy

Module 06:  Services and Value

  • Service Breakdown
  • Value
  • Utility & Warranty

Module 07: Customers and Service Providers

  • Customer & Service Assets
  • Service Providers

Module 08: Defining Services

  • Steps to Define Services
  • Strategies for Customer Satisfaction
  • KANO model

Module 09: Service Economics

  • ROI
  • The Business Case
  • Business Impact Analysis (BIA)

Module 10: Sourcing Strategies

  • Sourcing Structures
  • Outsourcing
  • Sourcing Governance

Module 11: Strategy Management for IT Services (StM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Activities

Module 12: Strategy Management for IT Services (StM) Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

Module 13: Service Portfolio Management (SPM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts Part 1

Module 14: Service Portfolio Management (SPM) Part 2

  • Policies/Principles/Basic Concepts Part 2
  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

Module 15: Financial Management (FM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 16: Financial Management (FM) Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Exercise: Cost Model for Desktop Deployment

Module 17: Demand Management (DM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Activities

Module 18: Demand Management (DM) Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

Module 19: Business Relationship Management (BRM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 20: Business Relationship Management (BRM) Part 2

  • Activities
  • Roles Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Exercise: Melchester PBAs/UPs

Module 21: Governance & Organizations Part 1

  •  Governance Basics
  •  Governance Framework
  •  Service Strategy & Governance

Module 22: Governance & Organizations Part 2

  • Organizational Development
  • Organizational Departmentalization
  • Organizational Design

Module 23: Implementation & Technology Part 1

  • Implementing Service Strategy
  • Strategy Implementation via the Lifecycle
  • Strategy Impact on Lifecycle Phases

Module 24: Implementation & Technology Part 2

  • Service Automation
  • Service Interfaces
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ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Strategy certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy publication.
View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This Service Transition (ST) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Transition environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. It has a number of study units and supporting exercises that reinforce the knowledge gained.

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Video Title
Length
01: Exam Tips
4 min
02: Service Management as a Practice Part 1
24 min
03: Service Management as a Practice Part 2
25 min
04: Exercise: ITSM and Failure
6 min
05: Service Transition (ST) Policies
8 min
06: Managing ST
15 min
07: Transition Planning & Support (TPS) Part 1
11 min
09: Change Management (ChM) Part 1
24 min
10: Change Management (ChM) Part 2
20 min
11: Service Asset & Configuration Management (SACM) Part 1
23 min
12: Service Asset & Configuration Management (SACM) Part 2
13 min
13: Release & Deployment Management (RDM) Part 1
13 min
14: Release & Deployment Management (RDM) Part 2
23 min
15: Service Validation & Testing (SVT) Purpose and Objectives Part 1
10 min
16: SVT Testing Part 2
13 min
17: SVT Process Part 3
12 min
18: Change Evaluation (ChE)
17 min
19: Knowledge Management (KM)
17 min
20: Managing People through Service Transitions Part 1
16 min
21: Managing People through Service Transitions Part 2
14 min
22: Organizing, Implementing & Improving Service Transition
12 min
Course Survey
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Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

  • Components of the Service Lifecycle
  • What is a Service?
  • What Comprises Value?
  • What is Service Management?
  • A Process
  • Generic Roles

Module 03: Service Management as a Practice Part 2

  • Purpose & Objectives of Service Transition
  • Scope of Service Transition
  • Value to the Business
  • ST Inputs & Outputs
  • ST Challenges, Risks, CSFs
  • Key Concepts for Service Transition

Module 04: Exercise: ITSM and Failure

Module 05: Service Transition (ST) Policies

  • Review
  • Policies for Service Transition

Module 06: Managing ST

  • Managing Difficult Situations
  • Optimizing ST Performance
  • Technology Specific to Service Transition
  • Exercise: Writing Policy Statements

Module 07: Transition Planning & Support (TPS) Part 1

  • Overview
  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Process Overview

Module 08: Transition Planning & Support (TPS) Part 2

  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 09: Change Management (ChM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 10: Change Management (ChM) Part 2

  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Common Metrics
  • Challenges & Risk
  • Process Roles

Module 11: Service Asset & Configuration Management (SACM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 12: Service Asset & Configuration Management (SACM) Part 2

  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 13: Release & Deployment Management (RDM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 14: Release & Deployment Management (RDM) Part 2

  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles
  • Exercise: Early Life Support Criteria

Module 15: Service Validation & Testing (SVT) Purpose and Objectives

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 16: SVT Testing

  • Test strategy
  • Test model
  • Types of Testing

Module 17: SVT Process

  • Process Activities
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 18: Change Evaluation (ChE)

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 19: Knowledge Management (KM)

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 20: Managing People through Service Transitions Part 1

  • Managing Communication
  • Organizational & Stakeholder Change
  • STs Role in Organizational Change

Module 21: Managing People through Service Transitions Part 2

  • Assessing Organizational Readiness
  • How to deal with Change
  • Stakeholder Management

Module 22: Organizing, Implementing & Improving Service Transition

  • Organizing for Transition
  • Generic ST Roles
  • ST Relationship with Lifecycle Phases
  • Implementing Service Transition
  • Summary
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ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Transition certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition publication.
View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This Service Design (SD) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Design environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision.  The Service Design course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

View all course details Enroll Now
Video Title
Length
01: Exam Tips
4 min
02: Service Management as a Practice Part 1
28 min
03: Service Management as a Practice Part 2
21 min
04: Exercise: ITSM and Failure
6 min
05: Service Design Principles Part 1
15 min
06: Design Aspects Part 1
20 min
07: Design Aspects Part 2
12 min
08: Design Aspects Part 3
8 min
09: Design Coordination (DC)
17 min
10: Service Catalog Management (SCatM) Part 1
9 min
11: Service Catalog Management (SCatM) Part 2
6 min
12: Service Level Management (SLM) Part 1
9 min
13: Service Level Management (SLM) Part 2
26 min
14: Availability Management (AM) Part 1
16 min
15: Availability Management (AM) Part 2
22 min
16: Capacity Management (CapM) Part 1
25 min
17: Capacity Management (CapM) Part 2
12 min
18: IT Service Continuity Management (ITSCM) Part 1
20 min
19: IT Service Continuity Management (ITSCM) Part 2
21 min
20: Information Security Management (ISM) Part 1
15 min
21: Information Security Management (ISM) Part 2
19 min
22: Supplier Management (SuppM)
26 min
24: Requirements Engineering
11 min
25: Data, Information & Application Management
17 min
26: Service Management Technology
12 min
Course Survey
View all course details

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

•Topic One: Components of the Service Lifecycle
•Topic Two: What is a Service?
•Topic Three: What Comprises Value?
•Topic Four: What is Service Management?
•A Process
•A Function
•Generic Roles

Module 03: Service Management as a Practice Part 2

•Purpose and Objectives of Service Design
•Scope of Service Design
•Generic SD Roles
•Service Design – Value to the Business
•SD Inputs and Outputs
•SD Challenges, Critical Success Factors, and Risks
•Key Concepts for Service Design

Module 04: Exercise: ITSM and Failure

Module 05: Service Design Principles Part 1

•Overview
•Balanced Design
•Service & Business Requirements
•Design Activities & Constraints

Module 06: Design Aspects Part 1

•The 5 Aspects of Service Design
•Designing Service Solutions
•Designing the Management Information Systems
•Designing the Technology and Architecture

Module 07: Design Aspects Part 2

•Designing Processes
•RACI Diagram
•Designing Measurement Systems and Metrics

Module 08: Design Aspects Part 3

•Service Oriented Architecture (SOA)
•Service Design Models
•Exercise: Designing Service Acceptance Criteria

Module 09: Design Coordination (DC)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs, Interfaces
•Metrics

Module 10: Service Catalog Management (SCatM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 11: Service Catalog Management (SCatM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 12: Service Level Management (SLM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 13: Service Level Management (SLM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Sample Service Catalog Entry
•Sample SLA
•Sample OLA

Module 14: Availability Management (AM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview

Module 15: Availability Management (AM) Part 2

•Process Activities
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 16: Capacity Management (CapM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 17: Capacity Management (CapM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 18: IT Service Continuity Management (ITSCM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 19: IT Service Continuity Management (ITSCM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 20: Information Security Management (ISM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 21: Information Security Management (ISM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 22: Supplier Management (SuppM)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Exercise: Supplier Management Process Flow

Module 23: Implementing Service Design

•General Implementation Considerations
•Implementation Framework
•Measurement of Service Design
•Prerequisites for Success (PFS)

Module 24: Requirements Engineering

•Requirement Types
•Requirement Investigation
•Documenting Requirements
•Requirements Catalogue

Module 25: Data, Information & Application Management

•Managing Data and Information
•Application Management
•Application Portfolio
•Application Design

Module 26: Service Management Technology

•Tools for Service Design
•Service Management Technology
•Tool Selection Process

View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Design certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publications.
View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

Service Operation (SO) provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Operation environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment.

View all course details Enroll Now
Video Title
Length
01: Exam Tips
4 min
02: Service Management as a Practice
30 min
03: Overview of Service Operation (SO)
14 min
04: Exercise: ITSM and Failure
6 min
05: Service Operation Principles Part 1
24 min
06: Service Operation Principles Part 2
15 min
07: Monitoring and Control Part 1
13 min
08: Monitoring and Control Part 2
22 min
09: Common SO Activities Part 1
32 min
10: Common SO Activities Part 2
22 min
11: Exercise: ITSM Monitor Control Loop
2 min
12: Event Management Part 1
15 min
13: Event Management Part 2
18 min
14: Request Fulfillment (RF)
20 min
16: Incident Management (IM) Part 1
29 min
17: Incident Management (IM) Part 2
17 min
18: Problem Management (PM) Part 1
18 min
19: Problem Management (PM) Part 2
14 min
20: Access Management (AccM) Part 1
12 min
21: Access Management (AccM) Part 2
11 min
22: Service Desk (SD) Part 1
13 min
23: Service Desk (SD) Part 2
16 min
24: Technical Management (TM)
11 min
25: IT Operations Management (ITOM)
8 min
26: Application Management (AM)
16 min
27: Organizational Structures
5 min
28: Implementation Considerations
12 min
Course Survey
View all course details

Module 00: Course Introduction

Module 01: Exam Tips
•    Understanding the exam process
•    Exam questions and grading
•    Taking the exam
•    Using the practice exams

Module 02: Service Management as a Practice

•    Components of the Service Lifecycle
•    What is a Service?
•    What Comprises Value?
•    What is Service Management?
•    A Process
•    Generic Roles

Module 03: Overview of Service Operation (SO)
•    Purpose, Objectives, Scope of SO
•    SO – Value to the Business
•    Service Operation Challenges
•    Service Operation Critical Success Factors
•    Service Operation Risks

Module 04: Exercise: ITSM and Failure

Module 05: Service Operation Principles Part 1
•    Achieving Balance in Service Operation
•    Providing Good Service
•    Involvement in Other Lifecycle Phases
•    Operational Health
•    Communication

Module 06: Service Operation Principles Part 2
•    Documentation  
•    SO Inputs and Outputs
•    Generic Technology Considerations
•    Exercise: “That’s Good Enough for Me”

Module 07: Monitoring and Control Part 1
•    Monitor Control Loops
o    Simple
o    Complex
o    ITSM

Module 08: Monitoring and Control Part 2
•    Defining Objectives for Monitoring Control
•    Types of Monitoring and Reporting
•    Measurement, Metrics and KPIs

Module 09: Common SO Activities Part 1
•    IT Operations
•    Server & Mainframe Management and Support
•    Network Management
•    Storage & Archive
•    Database Administration
•    Directory Services Management
•    Desktop & Mobile Device Support
•    Middleware Management
•    Internet/Web Management
•    Facilities & Data Center Management

Module 10: Common SO Activities Part 2
•    Operational Activities in other Lifecycle Phases
•    Improvement of Operational Activities

Module 11: EXERCISE: ITSM Monitor Control Loop

Module 12: Event Management Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 13: Event Management Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Designing for Event Management
•    Technology Consideration

Module 14: Request Fulfillment (RF)
•    Purpose/Objective/Scope
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 15: Request Fulfillment (RF) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 16: Incident Management (IM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 17: Incident Management (IM) Part 2
•    Triggers, Inputs/Outputs &Interfaces
•    Metrics
•    Technology Considerations

Module 18: Problem Management (PM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 19: Problem Management (PM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 20: Access Management (AccM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 21: Access Management (AccM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technical Considerations
•    
Module 22:  Service Desk (SD) Part 1
•    SD – Purpose/Goal/Objective
•    Role of the Service Desk
•    Organizational Structures

Module 23:  Service Desk (SD) Part 2
•    Staffing Options
•    Management Roles
•    Metrics
•    Outsourcing

Module 24: Technical Management (TM)
•    Technical Management Role
•    Activities
•    Design/Maintenance/Support
•    Management Roles
•    Metrics
•    Documentation

Module 25: IT Operations Management (ITOM)
•    Operations Management Role
•    Management Roles
•    Metrics
•    Documentation

Module 26: Application Management (AM)
•    Application Management Role
•    Activities
•    Application Management Lifecycle
•    Application Management Organization
•    Management Roles
•    Metrics
•    Documentation

Module 27: SO Organizational Structures
•    Technical Specialization
•    Activity, Process and Geography Based
•    Hybrid

Module 28: Implementation Considerations
•    Managing Change
•    SO & Project Management
•    Assessing & Managing Risk
•    Operational Staff in Service Design & Transition
•    Planning & Implementing SM Technologies

View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Operation certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publications.

View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This EXIN accredited training program is for individuals seeking specialist certification in the ITIL® Continual Service Improvement practice area. In order to sit for the Continual Service Improvement exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Continual Service Improvement course.

You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the lifecycle aspects of Continual Service Improvement (CSI) from a managerial/supervisory perspective, including - CSI principles, activities and technology considerations. She also gives an overview of the CSI Process. Additionally the course considers the interfaces between CSI and the other stages of the ITIL Service Lifecycle.

The ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

View all course details Enroll Now
Video Title
Length
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
20 min
03: Service Management as a Practice Part 2
21 min
04: Service Management as a Practice Part 3
18 min
05: CSI Principles
21 min
06: CSI Process Part 1
8 min
07: CSI Process Part 2
23 min
08: CSI Process Part 3
15 min
09: CSI Methods and Techniques Part 1
25 min
10: CSI Methods and Techniques Part 2
22 min
12: CSI Methods and Techniques Part 4
18 min
13: Implementing CSI
24 min
14: CSI Technology Considerations
19 min
Course Survey
View all course details

Module 00: Course Introduction - ITIL® 2011: Continual Service Improvement

Module 01: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Processes
  • Generic Roles

Module 03: Service Management as a Practice Part 2

  • Purpose, Objectives and Scope of CSI
  • CSI Roles and Responsibilities
  • RACI Model Overview

Module 04: Service Management as a Practice Part 3

  • CSI Inputs/Outputs
  • CSI Challenges
  • CSI CSFs & Risks
  • Exam Questions Exercise:
    • Sample Exam 1 - Questions 2, 4
    • Sample Exam 2 - Question 5, 8

Module 05: CSI Principles

  • Management Principles for CSI
  • 7 Step Improvement Process
  • Governance
  • Other Frameworks
  • Exercise: CSI Day-to-Day Activities
  • Exam Question Review:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 8
  • Exam Questions Exercise: Sample Exam 1 – Question 7

Module 06: CSI Process Part 1

  • Purpose, Objectives & Scope of 7-Step
  • Value to the Business
  • 7-Step Improvement Process Introduction

Module 07: CSI Process Part 2

  • The 7 Steps Analyzed
  • Strategy for Improvement
  • Defining Measurement
  • Gathering and Processing Data
  • Data Analysis and Presentation
  • Implementation of Improvements
  • Roles specific to the 7-step

Module 08: CSI Process Part 3

  • Triggers, Inputs/Outputs and Interfaces
  • Integration to SM Processes
  • Exercise: Process Interfaces
  • Metrics, Challenges and Risks
  • Exercise Review: CSI Day-to-Day Activities
  • Exam Questions Exercise:
    • Sample Exam 1 – Question 8
    • Sample Exam 2 – Question 6

Module 09: CSI Methods and Techniques Part 1

  • Assessments
  • Gap Analysis
  • Benchmarking

Module 10: CSI Methods and Techniques Part 2

  • Service Measurement
  • Managing Measurement
  • Metrics
  • Reporting

Module 11: CSI Methods and Techniques Part 3

  • Measuring and Reporting Frameworks
    • SWOT
    • ROI
  • Business Case
  • Service Reporting

Module 12: CSI Methods and Techniques Part 4

  • CSI and Service Management Processes
    • SLM, Availability Management, Capacity Management, ITSCM
    • Problem Management, Knowledge Management
  • Exam Question Review: Sample Exam 2, Question 6
  • Exam Questions Exercise:
  • Sample Exam 1 – Questions 1, 5
  • Sample Exam 2 – Questions 1,2 and 3

Module 13: Implementing CSI

  • The Role of Governance and COBIT
  • Organizational Change
  • Communicating Strategy and Plan
  • Exercise: Develop and Use the Balanced Scorecard
  • Exam Review: Sample Exam 1, Question 5
  • Exam Questions Exercise: Sample Exam 1, Questions 3, 6

Module 14: CSI Technology Considerations

  • Technology Considerations
  • Tools to Support CSI Activities
  • Exercise Review: Develop and Use the Balanced Scorecard
  • Exam Questions Exercise: Sample Exam 2, Questions 4, 7
View all course details

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2007/2011 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.

It is strongly recommended that candidates read the ITIL Continual Service Improvement publication in advance of attending training for the certification; references to the book will be made during the course. 

Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

This Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.

View all course details Enroll Now
Video Title
Length
01: Service Management as a Practice
26 min
02: Processes, Functions and Generic Roles
19 min
03: Service Management Key Concepts
16 min
04: Introduction to SOA
29 min
05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
4 min
06: Service Portfolio Management Part 1
25 min
07: Service Portfolio Management Part 2
27 min
08: Service Portfolio Management Part 3
32 min
09: Service Portfolio Management Part 4
13 min
10: Service Catalog Management Part 1
18 min
11: Service Catalog Management Part 2
17 min
12: Business Relationship Management Part 1
35 min
13: Business Relationship Management Part 2
31 min
14: Service Level Management Part 1
19 min
15: Service Level Management Part 2
29 min
16: Service Level Management Part 3
21 min
17: Supplier Management Part 1
28 min
18: Supplier Management Part 2
28 min
19: Demand Management Part 1
29 min
21: Financial Management Part 1
21 min
22: Financial Management Part 2
33 min
23: Financial Management Part 3
19 min
24: Financial Management Part 4
14 min
25: Service Management Technology
15 min
26: Exam Tips
8 min
Course Survey
View all course details

Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

Module 01: Service Management as a Practice

  • Components of the Service Lifecycle
  • What is a Service?
  • What comprises value?
  • What is Service Management?

Module 02: Processes, Functions and Generic Roles

  • Processes & Functions
  • Generic Roles

Module 03: Service Management Key Concepts

  • The 4Ps of Strategy
  • The 4Ps of Service Design
  • Portfolio Pipeline and Catalog

Module 04: Introduction to SOA

  • Strategy Management for IT Services
  • Design Coordination
  • Concepts underpinning SOA
  • Implementing Processes & Practices
  • Exercise: Sample Exam Question

Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

Module 06: Service Portfolio Management Part 1

  • Purpose & Objective
  • Value to the business

Module 07: Service Portfolio Management Part 2

  • Policies/Principles/Basic Concepts
  • Various Portfolios
  • Introduction to Activities

Module 08: Service Portfolio Management Part 3

  • Define
  • Analyze
  • Approve
  • Charter

Module 09: Service Portfolio Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 10: Service Catalog Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 11: Service Catalog Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Write a Catalog Entry

Module 12:  Business Relationship Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 13:  Business Relationship Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: BRM Sources of Information

Module 14: Service Level Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 15: Service Level Management Part 2

  • Designing SLA frameworks
  • Negotiation
  • Service Reporting
  • Complaints and compliments

Module 16: Service Level Management Part 3

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: SLA Review

Module 17: Supplier Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

Module 18: Supplier Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 19: Demand Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

Module 20: Demand Management Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 21:  Financial Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 22:  Financial Management Part 2

  • Accounting
  • Cost Model
  • Cost Type, Elements, Classification
  • Depreciation

Module 23:  Financial Management Part 3

  • Budgeting
  • Charging
  • Pricing and Billing

Module 24:  Financial Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Cost Model for a Desktop Environment

Module 25:  Service Management Technology

  • Tool Selection Process
  • SD Tools
  • Plan & Implement SM Technologies
  • Exercise: Sample Exam Question

Module 26: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams
View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and ITIL Service Design publications.
View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

This EXIN accredited training program is for individuals seeking specialist certification in the ITIL® Planning, Protection, and Optimization practice area. In order to sit for the Planning, Protection, and Optimization exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Planning, Protection, and Optimization course.

In this course ITIL Expert Dr. Suzanne Van Hove gives you all the tools you need to fully understand the process aspects of Planning, Protection and Optimization from a practical perspective. You will delve into key ITIL process and role areas including capacity management, availability management, IT service continuity management, information security management and demand management.

The ITIL Intermediate Qualification: Planning, Protection, and Optimization(PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

View all course details Enroll Now
Video Title
Length
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
19 min
03: Service Management as a Practice Part 2
16 min
04: Service Management as a Practice Part 3
26 min
05: Service Management as a Practice Part 4
17 min
06: Demand Management Part 1
24 min
07: Demand Management Part 2
24 min
08: Capacity Management Part 1
21 min
09: Capacity Management Part 2
17 min
10: Capacity Management Part 3
24 min
11: Availability Management Part 1
15 min
12: Availability Management Part 2
20 min
13: Availability Management Part 3
25 min
14: Availability Management Part 4
19 min
15: Information Security Management (ISM) Part 1
15 min
16: Information Security Management (ISM) Part 2
10 min
17: Information Security Management (ISM) Part 3
11 min
19: IT Service Continuity Management (ITSCM) Part 2
28 min
20: IT Service Continuity Management (ITSCM) Part 3
22 min
21: Service Management Technology
11 min
Course Survey
View all course details
Module 00: Course Introduction: ITIL® 2011: Planning, Protection and Optimization
 
Module 01: Exam Tips
  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams
Module 02: Service Management as a Practice Part 1
  • Lifecycle Review
  • Processes
  • Definitions
  • PPO Processes
Module 03: Service Management as a Practice Part 2
  • Generic Roles
  • Key Service Management Concepts
  • RACI Model
  • Deming’s PDCA Model
Module 04: Service Management as a Practice Part 3
  • Service Design Purpose, Objectives, Scope and Value
  • Design Role and Implementation in PPO
  • Challenges
  • Activity: List CSFs and KPIs
  • Metrics
  • Risks
  • Design Fundamentals
  • Setting Direction
Module 05: Service Management as a Practice Part 4
  • Design Aspects
  • Roles and Management
  • Exam Question Exercise: Sample Exam 1, Question 2
  • Exam Question Protocols
Module 06: Demand Management Part 1
  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities
Module 07: Demand Management Part 2
  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 7 
  • Exam Question Review: Sample Exam 1, Question 2 
Module 08: Capacity Management Part 1
  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Planning
  • Subprocesses
Module 09: Capacity Management Part 2
  • Activities
  • Modeling and Trending
  • Application Sizing
Module 10: Capacity Management Part 3
  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Exercise: Capacity Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 5
    • Sample Exam 2, Question 3, 6
  • Exam Question Review: Sample Exam 2, Question 7 
Module 11: Availability Management Part 1
  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Measurement
Module 12: Availability Management Part 2
  • Reactive Activities
  • Monitor, Measure, Analyze and Report (MMAR)
Module 13: Availability Management Part 3
  • Proactive Activities
  • Plan/Design
  • Risk Assessment
  • Review and Improvement
Module 14: Availability Management Part 4
  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Exercise: Expanded Incident Lifecycle
  • Exam Question Exercise:
    • Sample Exam 1, Question 1
    • Sample Exam 2, Question 8
  • Exam Question Review: Sample Exam 1, Question 5 
Module 15: Information Security Management (ISM) Part 1
  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Risk Assessment
  • Information Security Management Systems (ISMS)
  • Security Governance
Module 16: Information Security Management (ISM) Part 2
  • Activities
  • Breaches and Incidents
Module 17: Information Security Management (ISM) Part 3
  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Challenges and Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 2
Module 18: IT Service Continuity Management (ITSCM) Part 1
  • Purpose, Objectives, and Scope 
  • Value to the Business
  • Basic Concepts
Module 19: IT Service Continuity Management (ITSCM) Part 2
  • Activities
  • Stage 1: Initiation
  • Stage 2: Requirements and Strategy
  • Stage 3: Implementation
  • Stage 4: Ongoing Operation
Module 20: IT Service Continuity Management (ITSCM) Part 3
  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Challenges and Risks
  • Exercise: Recovery Operations
  • Exam Question Exercise:
    • Sample Exam 1, Question 3, 7, 8
    • Sample Exam 2, Question 4, 5
  • Exam Question Review: Sample Exam 1, Question 4 
Module 21: Service Management Technology
  • Concepts
  • Tool Selection Process
  • Plan and Implementation
  • Exam Question Exercise: Sample Exam 2, Question 2
View all course details
ITIL® Foundation training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Planning, Protection & Optimization certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.
 
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication.
View all course details
GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.
 
This EXIN accredited training program is for individuals seeking specialist certification in the ITIL® Release, Control and Validation practice area. In order to sit for the Release, Control and Validation exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Release, Control and Validation course.
 
You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the process aspects of Release, Control and Validation from a practical perspective and covers the following key ITIL process and role areas: Change Management; Release and Deployment Management; Service Validation and Testing; Service Asset and Configuration Management; Knowledge Management; Request Fulfillment and Evaluation.
 
The ITIL Intermediate Qualification: Release, Control and Validation (RCV) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.
View all course details Enroll Now
Video Title
Length
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
26 min
03: Service Management as a Practice Part 2
21 min
04: Service Management as a Practice Part 3
15 min
05: Service Asset & Configuration Management (SACM) Part 1
28 min
06: Service Asset & Configuration Management Part 2
25 min
07: Service Asset & Configuration Management Part 3
19 min
08: Change Management (ChM) Part 1
21 min
09: Change Management Part 2
20 min
10: Change Management Part 3
24 min
11: Change Management Part 4
26 min
12: Request Fulfillment Part 1
21 min
13: Request Fulfillment Part 2
24 min
14: Release and Deployment Management Part 1
26 min
15: Release and Deployment Management Part 2
21 min
16: Release and Deployment Management Part 3
15 min
17: Release and Deployment Management Part 4
18 min
19: Release and Deployment Management Part 6
27 min
20: Service Validation and Testing Part 1
21 min
21: Service Validation and Testing Part 2
13 min
22: Service Validation and Testing Part 3
25 min
23: Change Evaluation Part 1
24 min
24: Change Evaluation Part 2
16 min
25: Knowledge Management Part 1
25 min
26: Knowledge Management Part 2
19 min
27: Service Management Technology
20 min
Course Survey
View all course details

Module 00: Course Introduction: ITIL® 2011: Release, Control & Validation

Module 01: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Service Management Core Concepts 
  • Generic Roles
  • Key Service Management Concepts for RCV
  • RACI Model
  • Deming’s PDCA Model

Module 03: Service Management as a Practice Part 2

  • Purpose, Objectives, Scope and Value
  • ST Challenges
  • ST Metrics
  • ST Risks
  • Service Lifecycle and RCV 

Module 04: Service Management as a Practice Part 3

  • Service Transition Activities for RCV
  • Transition Strategy
  • Transition Planning
  • Exercise: General Service Quality Improvement

Module 05: Service Asset & Configuration Management (SACM) Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Configuration Model, Configuration Management System
  • Asset Management 

Module 06: Service Asset & Configuration Management Part 2

  • SACM Activities
  • Plan, Identify and Control
  • Status Accounting and Reporting
  • Verification and Audit

Module 07: Service Asset & Configuration Management Part 3

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exercise: Simple Model for Desktop Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 7
  • Exam Question Protocols

Module 08: Change Management (ChM) Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Design & Planning Considerations
  • Key ChM Definitions

Module 09: Change Management Part 2

  • Basic Concepts
  • Change Advisory Board
  • CAB Activities
  • "Normal Changes"

Module 10: Change Management Part 3

  • Activities
  • Assess and Evaluate
  • Authorize, Coordinate, Review & Close
  • Emergency Changes
  • ChM Activities in Service Operation

Module 11: Change Management Part 4

  • Roles
  • Activities
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exam Question Exercise: Sample Exam 2, Question 6
  • Exam Question Review: Sample Exam 1, Question 6

Module 12: Request Fulfillment Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activity Overview

Module 13: Request Fulfillment Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: ST Dependencies
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 4
  • Exam Question Review: Sample Exam 2, Question 6

Module 14: Release and Deployment Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Release Packages
  • Deployment Options
  • Deployment Models

Module 15: Release and Deployment Management Part 2

  • RDM Activities Overview
  • Stage 1: Release and Deployment Planning
  • Service-V Model

Module 16: Release and Deployment Management Part 3

  • Stage 2: Release and Test
  • Service Testing

Module 17: Release and Deployment Management Part 4

  • Stage 3: Deployment
  • Deployment Activities

Module 18: Release and Deployment Management Part 5

  • Stage 4: Review and Close
  • RDM Activities in Service Operations

Module 19: Release and Deployment Management Part 6

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: Early Life Support Exit Criteria
  • Exam Question Exercise:
    • Sample Exam 1, Question 1
    • Sample Exam 2, Question 8
  • Exam Question Review: Sample Exam 2, Question 4

Module 20: Service Validation and Testing Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Test Models
  • Validation and Testing Levels

Module 21: Service Validation and Testing Part 2

  • Service Validation and Testing Activities
  • Test Management
  • Review SVT Activities

Module 22: Service Validation and Testing Part 3

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 5, 7
    • Sample Exam 2, Question 3
  • Exam Question Review: Sample Exam 2, Question 8

Module 23: Change Evaluation Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Evaluation Process
  • Risk Management
  • Evaluation Reporting

Module 24: Change Evaluation Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exercise: “Same Words, Different Tune”
  • Exam Question Exercise:
    • Sample Exam 1, Question 2
    • Sample Exam 2, Question 1, 2
  • Exam Question Review: Sample Exam 2, Question 3

Module 25: Knowledge Management Part 1

  • Purpose, Objectives, Scope
  • Value to the Business
  • Basic Concepts
  • KM Activities

Module 26: Knowledge Management Part 2

  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks 
  • Exam Question Exercise:
    • Sample Exam 1, Question 3
    • Sample Exam 2, Question 5
  • Exam Question Review: Sample Exam 2, Question 2

Module 27: Service Management Technology

  • Tool Selection
  • Service Automation
  • Tools Specific to RCV 
  • Exam Question Exercise: Sample Exam 1, Question 8
  • Exam Question Review: Sample Exam 1, Question 8 
View all course details
ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Release, Control and Validation certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.
 
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and ITIL Service Operation publications.
View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

This EXIN accredited training program is for individuals seeking specialist certification in the ITIL® Operational Support and Analysis practice area. In order to sit for the Operational Support and Analysis exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Operational Support and Analysis.

You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. The course includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
View all course details Enroll Now
Video Title
Length
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
21 min
03: Service Management as a Practice Part 2
23 min
04: Service Management as a Practice Part 3
27 min
05: Functions Part 1
14 min
07: Functions Part 3
22 min
08: Service Desk Part 1
25 min
09: Service Desk Part 2
25 min
10: Request Fulfillment Part 1
23 min
11: Request Fulfillment Part 2
12 min
12: Access Management Part 1
16 min
13: Access Management Part 2
20 min
14: Event Management Part 1
19 min
15: Event Management Part 2
18 min
16: Incident Management Part 1
24 min
17: Incident Management Part 2
20 min
18: Problem Management Part 1
24 min
19: Problem Management Part 2
23 min
20: Service Management Technology
10 min
Course Survey
View all course details
Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis
 
Module 01: Exam Tips
  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams
Module 02: Service Management as a Practice Part 1
  • Lifecycle Review
  • Processes
  • Definitions
  • SO/OSA Processes
  • Service Operation Functions
Module 03: Service Management as a Practice Part 2
  • Generic Roles
  • Key Service Management Concepts
  • RACI Model
  • Deming’s PDCA Model
Module 04: Service Management as a Practice Part 3
  • Service Design Purpose, Objectives, Scope and Value
  • Challenges
  • Metrics
  • Risks
  • Managing Service Operation
  • Exam Question Exercise: Sample Exam 2, Question 8
  • Exam Question Protocols
Module 05: Functions Part 1
  • Technical Management Objectives
  • Activities
  • Roles Description
Module 06: Functions Part 2
  • IT Operations Management Objectives
  • Specific Roles
  • Management Objectives
  • Organizational Structure
Module 07: Functions Part 3
  • Application Management Objectives
  • Activities
  • Exercise: SO Processes and Functions
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 5
  • Exam Question Review: Sample Exam 2, Question 8
Module 08: Service Desk Part 1
  • Purpose and Objectives
  • Type of Service Desks
  • Staffing
Module 09: Service Desk Part 2
  • Roles
  • Metrics
  • Outsourcing
  • Exam Question Exercise: Sample Exam 1, Question 1
  • Exam Question Review: Sample Exam 2, Question 5 
Module 10: Request Fulfillment Part 1
  • Purpose, Objectives and Value
  • Basic Concepts
  • Activities
  • Roles
Module 11: Request Fulfillment Part 2
  • Triggers and Inputs/Outputs
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: RF Process Dependencies
  • Exam Questions
    • Sample Exam 1, Question 7
    • Sample Exam 2, Question 2 
Module 12: Access Management Part 1
  • Purpose, Objectives and Value
  • Basic Concepts
  • Activities
  • Roles
  • Activities

Module 13: Access Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: Applying Controls with Access Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 2
    • Sample Exam 2, Question 4
  • Exam Question Review: Sample Exam 2, Question 2

Module 14: Event Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities

Module 15: Event Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Event Management Design
  • Exercise: Deploy Event Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 3

Module 16: Incident Management Part 1

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Basic Concepts
  • Incident Models
  • Activities

Module 17: Incident Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 8
    • Sample Exam 2, Question 7

Module 18: Problem Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities
  • Problem Review

Module 19: Problem Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: IM vs. PM
  • Exam Question Exercise:
    • Sample Exam 1, Question 3
    • Sample Exam 2, Question 6
  • Exam Question Review: Sample Exam 1, Question 8

Module 20: Service Management Technology

  • Tool Selection Process
  •  Generic Requirements
  • Exam Question Exercise:
    • Sample Exam 1, Question 5
    • Sample Exam 2, Question 1
View all course details
ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.
View all course details

This course brings together the full meaning of a Lifecycle approach to Service Management. The focus is on the strategy, planning, and measuring ITIL® practices. Understanding and interacting with the lifecycle phase/process/function interactions and interdependencies are crucial to the successful completion of MALC. It is also expected the candidate can apply the high-level concepts of project management and application design, though these concepts are not directly taught during this course.

It is highly recommended that students have and study the five core Lifecycle books.

View all course details Enroll Now
Video Title
Length
01: Service Management and Value
30 min
02: Service Management Components and Roles
10 min
03: Key Risk and Knowledge Concepts
21 min
04: Exercise: MALC Case Study Analysis
27 min
05: Implement, Assess, Improve Service Management
20 min
06: Assessment Frameworks
32 min
07: 7-Step Improvement Process
27 min
08: Justifying Improvements Financially
15 min
09: Managing Organizational Change
32 min
10: Exercise: Develop Assessment Criteria
3 min
11: Exercise Review: MALC Sample Exam Questions
12 min
12: Measurements: Metrics
32 min
13: Measurements: Monitor, Control & Report
29 min
14: Exercise: Applying Assessment Criteria
10 min
15: Integration: Strategic Benefits
20 min
17: Integration: Value to the Business Part 1
23 min
18: Integration: Value to the Business Part 2
22 min
19: Integration: Process Interfaces
30 min
20: Exercise: Internet Banking Risks
8 min
21: Exercise Review: MALC Sample Exam Questions
16 min
22: Managing Services: Requirements & Cross-Lifecycle Support
30 min
23: Managing Services: Challenges, Risks, CSFs Part 1
21 min
24: Managing Services: Challenges, Risks, CSFs Part 2
19 min
25: Exercise: Where’s the value?
10 min
26: Exercise Review: MALC Sample Exam Questions
18 min
27: Governance
22 min
28: Organizational Structures
19 min
29: Organizing Service Management
26 min
30: Exercise: “We’ve been outsourced!”
6 min
31: Stakeholder Management
20 min
32: Communication
15 min
33: Exercise: Communicating Change
4 min
34: Exercise Review: MALC Sample Exam Questions
19 min
Course Survey
View all course details

Module 00: ITIL®2011: Managing Across the Lifecycle - Course Introduction

Module 01: Service Management and Value

  • Student perceptions/definitions of Service Management
  • In-depth look at value and value concepts

Module 02: Service Management Components and Roles

  • Processes & Functions
  • Managing process activities via RACI

Module 03: Key Risk and Knowledge Concepts

  • Risk Frameworks
  • Measuring, Mitigating and Reporting Risk
  • Knowledge management practices to follow, deploy

Module 04: Exercise: MALC Case Study Analysis

  • Analyzing the MALC Case Study (v1.1)
  • Key Elements

Module 05: Implement, Assess, Improve Service Management

  • Add Service Strategy to your Service Management activities
  • Strategic Assessments (SWOT)
  • Strategic Assessment Steps

Module 06: Assessment Frameworks

  • Discussion of several Assessment frameworks:
    • ITIL® maturity assessments
    • ISO/IEC 20000
    • COBIT
    • Six Sigma
    • CMMI
    •  Gap Analysis
    • Benchmarking
  • Compare/contrast the various models
  • Deming Cycle

Module 07: 7-Step Improvement Process

  • The 7 steps
  • Justifying improvements with a Business Case

Module 08: Justifying Improvements Financially

  • ROI: Pre- and Post-Program
  • Screening and Preference Decisions
  • CSI & ROI

Module 09: Managing Organizational Change

  • Impact of improvements
  • Organizational Change via Kotter and others
  • Plan/implement Service Management Technologies

Module 10: Exercise: Develop Assessment Criteria

  • Assignment of Develop Assessment Criteria
  • MALC Sample Exam Questions

Module 11: Exercise Review:  MALC Sample Exam Questions

  • Sample Paper 1: Question 1
  • Sample Paper 2: Question 6

Module 12: Measurements: Metrics

  • Measuring Business Value
  • Metrics…in Review
  • Service Measurement Models
  • Designing Measurement Systems

Module 13: Measurements: Monitor, Control & Report

  • Monitor & Control Systems (Monitoring Loops)
  • Types of Reporting based on Monitoring
  • Ties to Event Management

Module 14: Exercise: Applying Assessment Criteria

  • Review of Developing Assessment Criteria
  • Assignment of Applying Assessment Criteria

Module 15: Integration: Strategic Benefits

  • Ensuring strategic benefits
  • Building Strategic Benefits into other processes/phases

Module 16: Integration: Lifecycle and Phase Inputs & Outputs

  • Generic Lifecycle  inputs/outputs
  • Specific inputs/outputs per lifecycle phase
  • Handout: Inputs/Outputs v1

Module 17: Integration: Value to the Business Part 1

  • Service Management Processes Demonstrating Value
  • Value to the Business – Service Strategy & Service Design

Module 18: Integration: Value to the Business Part 2

  • Service Management Processes Demonstrating Value
  • Value to the Business – Service Transition, Service Operation & CSI

Module 19: Integration: Process Interfaces

  • Interfaces between all Service Management processes
  • Handout: Process Interface Diagram v1

Module 20: Exercise: Internet Banking Risks

  • Review of Applying Assessment Criteria
  • Assignment of Internet Banking Risks
  • Exercise Sample Exam Questions

Module 21: Exercise Review:  MALC Sample Exam Questions

  • Sample Paper 1: Question 6
  • Sample Paper 2: Question 8

Module 22: Managing Services: Requirements & Cross-Lifecycle Support

  • Managing requirements
  • The SDP
  • Cross-lifecycle, cross-support
  • Improvements
  • Handout: Customer & Users Measuring Satisfaction v1
  • Handout: Satisfaction Survey Types v1

Module 23: Managing Services: Challenges, Risks, CSFs Part 1

  • Challenges and Risks for SS, SD, ST
  • CSFs for SS, SD, ST

Module 24: Managing Services: Challenges, Risks, CSFs Part 2

  • Challenges, Risks and CSFs for SS, SD, ST
  • What is your Top 10 list of challenges, risks, CSFs?

Module 25: Exercise: Where’s the value?

  • Review of Internet Banking Risks
  • Assignment of “Where’s the value?”
  • MALC Sample Exam Questions

Module 26: Exercise Review:  MALC Sample Exam Questions

  • Sample Paper 1: Question 3
  • Sample Paper 2: Question 2

Module 27: Governance

  • What is governance? How is it defined? ISO/IEC 38500
  • Where IT (or business) governance is managed – the ISG
  • Management Systems
  • Sourcing and Change Governance

Module 28: Organizational Structures

  • Centralized vs. Decentralized Spectrum
  • Organizational Development
  • Organization Structures

Module 29: Organizing Service Management

  • Organizing the Lifecycle phases – Considerations
  • Competencies of Staff
  • Service Provider Types
  • Organizing Service Delivery
  • Handout: Advantages/Disadvantages of Sourcing Structures v1

Module 30: Exercise: “We’ve been outsourced!”

  • Review of “Where’s the value?”
  • Assignment of “We’ve been outsourced!”

Module 31: Stakeholder Management

  • Service Management Stakeholders
  • BRM: Managing Stakeholders
  • BRM Lifecycle Activities & Roles

Module 31: Communication

  • Communication through the Lifecycle Phases

Module 33: Exercise: Communicating Change

  • Review of “We’ve been outsourced!”
  • Assignment of Communicating Change
  • MALC Sample Exam Questions

Module 34: Exercise Review:  MALC Sample Exam Questions

  • Review of Communicating Change
  • Sample Paper 1: Question 2
  • Sample Paper 2: Question
View all course details

Candidates must have the following:

  • Two (2) credits from the ITIL Foundation certificate V3 or higher (or V2 and the Bridge certifications)
  • 15 credits from ITIL Intermediate qualifications
View all course details

Get Started Learning

ITIL Foundation to Expert Today!

Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript, or print a course completion certificate.

Certificate of Completion

When you complete this course you will receive a Course Completion Certificate Download Link so you can print and/or email your Certificate of Completion.

Sample of Certification of Completion

QA Forum

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.

Certification

There are four levels of certification within the ITIL® scheme: ITIL® Foundation Certificate; ITIL® Intermediate Certifications; ITIL® Expert Certificate; and ITIL® Master Certificate.
 
ITIL® Foundation Certification
 
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL. This entry level certification offers candidates a general awareness of the key elements of the ITIL® Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices. You can prepare for the ITIL Foundations Exam by taking the GogoTraining ITIL® 2011: Foundations training course.
 
Upon successful completion of the education and examination components related to this certification, candidates can expect to gain knowledge and understanding in the following areas:
  • Service Management as a practice
  • Service Lifecycle
  • Key Principles and Model
  • Generic Concepts
  • Selected Processes
  • Selected Roles
  • Selected Functions
  • Technology and Architecture
  • ITIL® Qualification scheme
Successful completion of the ITIL® Foundation Certificate also fulfills the pre-requisite entry criteria for the next level of study within the ITIL® qualifications scheme, the ITIL® Intermediate Certifications.
 
ITIL® Intermediate Certifications
 
Each Intermediate level module is a stand-alone certification and qualification. Professionals may choose to follow one of two defined streams (Lifecycle or Capability) or obtain those modules they find specifically relevant and useful. Combinations of both used in certification, should be verified by visiting the official ITIL® website.
 
The Lifecycle Stream courses offer a wide perspective on the management of ITIL® practice areas, cross-functional teams and different capability areas. Each course is worth 3 credits.
  • ITIL® 2011: Service Design - Accredited Training
  • ITIL® 2011: Service Operation - Accredited Training
  • ITIL® 2011: Service Strategy - Accredited Training
  • ITIL® 2011: Service Transition - Accredited Training
  • ITIL® 2011: Continual Service Improvement - Accredited Training
The Capability Stream courses offer a tight, highly focused concentration on daily performance of ITIL® practices. Each course is worth 4 credits.
  • ITIL® 2011: Planning, Protection and Optimization - Accredited Training
  • ITIL® 2011: Release, Control and Validation - Accredited Training
  • ITIL® 2011: Operational Support and Analysis - Accredited Training
  • ITIL® 2011: Service Offerings and Agreements – Accredited Training
  • ITIL® Managing Across the Lifecycle (MALC) Certification
 
The ITIL® Managing Across the Lifecycle (MALC) certification is the remaining capstone qualification necessary to pursue the ITIL® Expert certification. GogoTraining expects to offer a MALC training course in the near future. To learn more about MALC, visit the official ITIL® website.
 
ITIL® Expert Certification
 
To obtain the ITIL® Expert certification, one must complete 22 credits of ITIL® qualification comprised of the following:
  • ITIL® Foundation Certificate - 2 credits
  • ITIL® Intermediate Level - 15 credits
  • ITIL® Managing Across the Lifecycle Certification (MALC) - 5 credits
ITIL® Master Level Certification
 
ITIL Master requires a demonstration of knowledge, principles, methods and techniques from ITIL and supporting management techniques, to achieve desired business outcomes in one or more practical assignments. There is no fixed syllabus, learning objectives or set exa associated with this level.
 
To be eligible for the ITIL Master Qualification, candidates must have reached the ITIL Expert Level, and worked in IT service management in a leadership, managerial, or higher management capacity for at least five years.

Exams

Taking ITIL® Exams
 
All of GogoTraining's ITIL® courses are accredited by EXIN and EXIN offers online proctored exams for this course. You can purchase the EXIN exam under the Certification Tab on each course to receive GogoTraining special pricing.